Customer Service

What are Mixables?

If you see a product listing says "Mixable:" followed by a letter, it means that you can combine pen kits with the same Mixable letter, and get a better price with “volume discount” buying power! For instance: You want to buy a quantity of 3 #BHW171 pen kits, 5 #BHW425 pen kits and 3 #BHW438 pen kits. They are all in the “Mixable B” group. You will get the pricing that shows in the 11-20 quantity column in the price chart of each kit because you have a total of 11 kits. Kits from different mixable categories cannot be combined, and there are some kits that are not mixable at all.

Shipping & Handling Rates

All orders are shipped within 48 hours of receiving the order unless the order is placed over a recognized holiday in which it will be processed the next business day after the holiday is over. All orders are charged a shipping rate based on the final mechandise total. Please see the chart below. Some items are very heavy, and cost more to ship than what is shown below. These products have an additional handling fee to make up for the difference in shipping costs.
Any liquid material or aerosol spray must go UPS ground – NO exceptions!
If you have any special requests for shipping like "Leave on back porch", please add that in the comments box during the checkout process.

Merchandise Total Shipping Charge
Orders up to $30 $6.95
$30.01 to $60.00 $7.95
$60.01 to $100.00 $9.95
$100.01 to $200.00 $10.95
$200.01 to $300.00 $12.95
$300.01 to $500.00 $13.95
Over $500.01 FREE!!
(Does not include International orders)

Insured Shipments

All orders are packed with care however, if items are damaged in transit we will only replace the items that were insured by you.  If an insured item is damaged in transit, save all packaging material, contact us immediately and we will work diligently to resolve your issue in an expeditious fashion.  DO NOT send the items back to us WITHOUT first contacting Arizona Silhouette and getting an RMA#.

International Orders

International orders, including Canada, pay actual shipping charges plus a $5.00 handling fee for additional paperwork that international orders require and the packages are hand carried to the post office for delivery. Free shipping for orders over $500 does not apply to international orders. Using the USPS Click & Ship system we are limited to $500.00 worth of insurance, and it is country specific - some countries do not accept insurance. Priority Mail is the most economical means of shipping but the package is not traceable after leaving the borders of the United States.
Some boxes, if not all, sent to an APO / FPO address are opened and examined by Customs inspectors. We pack our shipments well, however if the Customs inspectors do not repack the contents properly after inspection, then damage to the contents of the box may result. We would suggest that your order be insured for loss but we cannot insure the contents for damage as we have no control over how well the order is repacked after inspection.

Return Policy: 30 Day 100% Satisfaction Guarantee

Arizona Silhouette wants you to be completely satisfied with any purchase you make from our on-line store. If you are not completely satisfied with your purchase, you may return it within 30 days and we will promptly replace the product, give you credit, or refund your money, whichever you prefer. Just call our Customer Service department if you are returning an item to receive a return authorization number (RMA) which must appear on the outside of your return carton.  No reason is required for the return; however, we would appreciate your written comments so that we can serve you and all our valued customers even better in the future. Pen components will not be accepted for return unless originally purchased as components. Pen parts that have been abused or modified from their original condition will not be accepted. Shipping charges are not refundable nor can we accept returns on custom orders and some items may be subject to a 20% re-stocking fee.

Once you receive an RMA # return the package pre-paid unless prior arrangements are made with Arizona Silhouette.  Please pack all the items securely, insure your package and send it via a carrier such as Priority Mail or UPS so it can be tracked.  We are not responsible for lost or damaged shipments being returned to us. 

Defective Merchandise:

Defective merchandise can be exchanged item for like item provided that the defective merchandise is returned to us for our inspection and that the merchandise is indeed deemed to be defective by Arizona Silhouette.  Books and DVD products will only be exchanged for the same title.

Out of Stock Items / Backorders:

Arizona Silhouette makes every effort to stock the products listed in our on line store. However, periodically some of the products in our on-line store may be out of stock or on backorder.  If an item is out of stock or on backorder we will let you know on the product information page.

Please be aware that we do our best to restock sold items but due to the nature of our products, especially pen blanks, this is not always possible.  Arizona Silhouette will not backorder pen kits or pen blanks. 

Sales Tax:

All orders originating in and/or being delivered to a Pennsylvania address is subject to the 6% sales tax rate unless a valid Sales Tax Certificate is on file with Arizona Silhouette.

Credit Card & Paypal:

Your purchase through your credit card or Paypal will show BG Artforms LLC/Arizona Silhouette as the payee. Arizona Silhouette is owned by BGArtforms.

Your Privacy:

Your email address, home address and phone number is your private business and therefore Arizona Silhouette will not share this information with any other company!

Fine Print: Every agreement has fine print!

By using our shopping cart, you voluntarily agree to all of our conditions and requirements as called out in this Shipping Terms and Policies page.

We at Arizona Silhouette make an honest attempt to present correct information in this website but we are human and therefore are not responsible for typographical errors or web browsers that cache old web pages.

And finally, we reserve the right to decline any sale for any reason.